If you hire a company to perform a task and the employees who you see performing the task turn up looking apathetic and disillusioned, you worry about both their productivity and the quality of the work.
In country delivery resources in US, Western Europe incl UK, Australia, New Zealand and Singapore are high cost, so they WFR to send the work offshore or to replace with new hires. New hires in these countries often come with lower salaries as their is less demand for the resources since all the major service providers have sent work offshore.
Delivery resources look apathetic and disillusioned because if they are a longer term employee (higher salary as they were hired when IT resources where valued in the market) they know they will be targeted for WFR and if they are a new hire they know there is little potential for salary increase or bonus even if they do an outstanding job.
Companies are more likely to do the work in house because they can get access to exactly the same pool of in country resources and by treating them more fairly by providing opportunities for training and salary increases they can have highly motivated and passionate team members - they can also reduce cost through in house employees as service providers are trying to get a 30% margin to cover their high management overheads and to make a profit.
Bottom line is that service providers face continued pressure and downward spiral on profit margins because they only have cost as the value proposition - they should be using lower risk as they have the most experienced and passionate team - however the WFR program for delivery has destroyed the ability to use that value prop to differentiate.
None of the major service providers are doing well, they have made it a commodity business which means continued downward pressure on price and profits in an ever shrinking business as more organizations take the valued skills in house and rely on cloud for the commodity of compute and storage. Poor leadership and the wrong strategy in my view.